Deskside Support Representative-Onsite Support

Job description

IBM is seeking to employ a Short-Term Deskside Support Representative. This role performs varying degrees of problem determination and resolution of desktop hardware and software problems through the effective use of available technical resources, per contracted service level agreements. They may also perform Installs, Moves, Adds, and Change (IMAC) activities. They are responsible for resolving problems and performing IMAC's within Service Level Agreement (SLA) objectives, and completing all related administrative duties. As the main interface to the customer, they need to understand the local and regional infrastructure and key contacts in the other competencies, i.e. service desk, server admin, etc., in order to ensure that the proper team is aware of, and taking action on the problem. Demonstrated customer communication and business skills are therefore needed since direct customer interaction is often required. Accordingly, they have a direct impact on customer satisfaction, and therefore, need to understand their account/site environment.

Responsibilities include:
· Resolving customer hardware/software workstation problem tickets
· Technical knowledge of the supported platform
· Working knowledge of the hardware
· Resolving tickets within the customer SLA
· Demonstrating verbal and written communication skills are preferred

Auto req ID

180006BR
Required Education

High School Diploma/GED
Role ( Job Role )

System Services Representative
State / Province

NEW YORK
Primary job category

Product Services
Company

(0147) International Business Machines Corporation
Contract type

Fixed Term - Short Term
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

High School Diploma/GED
City / Township / Village

NEW YORK
EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

·  EUC skills required- No certifications, basic acumen only - "smart hands".
·  Ability to follow directions from remote locations. Coordinate with the Service Desk and all other necessary Service Providers, Third-Party and AXP support organizations as directed by AXP to provide basic trouble shooting.
·  Distribute AXP provided Loaner machines as directed, e.g. swap equipment and ship defective equipment to the depot.
Country/Region

United States
Preferred Technical and Professional Experience

·  Utilize AEXP tools to complete incident ticket and mange hardware/peripheral inventory.
·  Escalate Incidents to the appropriate AEXP or Contractor group, per AXP documented guidelines and procedures.
Secondary Job Category

Other Product Services
Eligibility Requirements

N/A
Position Type

Professional
Early Professional Track

Not Applicable - Professional Hire
New Collar Role

Yes